Case Study: Sweetwater Sound achieves 100% response rate and 0% negative fan sentiment with Falcon.io

How Sweetwater uses listening to create 1:1 relationships with customers

Sweetwater Sound is the world’s leading music-gear retailer, known for a highly personalized in-store experience (including a dedicated Sales Engineer for every customer) and a massive Guitar Gallery. The challenge was to recreate that one-on-one, tactile buying experience online—helping customers choose specific instruments and addressing rare but visible negative sentiment quickly and efficiently.

Led by Social Media Manager Steve Dwyer, Sweetwater used Falcon.io’s social listening to link mentions to its customer database, monitor sentiment in real time, and proactively resolve issues (for example, surprising an unhappy customer with a jar of candy). The approach boosted earned media and customer advocacy, drove increased sales through seamless social-to-purchase journeys, and delivered strong metrics—265K fans, a 100% response rate and effectively 0% negative fan sentiment—while reinforcing Sweetwater’s reputation for exceptional service.

Sweetwater Sound

Steve Dwyer

Social Media Manager